Following Up On Feedback

11th Oct 2010

Customer service is at the heart of OCS. Listening to our customers and taking on board what they have to say is fundamental in restructuring our business offering to meet their needs.

However, invariably in an organisation the size of ours we are going to encounter various customer service issues. The most important factor in addressing an issue with a customer is deciding how we respond to it and how we correct it immediately – finding out how it happened will have to wait.

A customer will complain when they are unhappy with our service and they judge our entire brand and reputation on the response that they receive. Each and every complaint we receive is an opportunity to reassure our customer and ensure that the impression they take away is a positive one, so dealing with feedback quickly and effectively is essential in keeping the customer happy.

Due to the nature of some of the complaints we receive and because customers might not want to speak to someone or would like their complaint to be escalated, we have created a customer feedback button on both the OCS and Cannon websites. The comments received through the site, both positive and negative, are dealt with by service teams who communicate with the customer and arrange action and a response from the operational management team.

A number of comments received have been in relation to a difficulty in being able to contact the correct person within OCS. Reviews of this have identified that some of our central departments don’t have enough information to hand to be able to deal with the query and we need to start focusing on the operational customer contact working with the central departments to resolve issues.

However, since the launch of this function on the website 4 months ago, the majority of customer feedback has actually been in the form of compliments from members of the public. It’s great to see that people have taken the time to express how genuinely impressed they are with our services and they are a testament to our hard working staff on the front line.

Some great examples of feedback we have received are seen in the letters below;

“My father, who was recently an in-patient in hospital, has asked me to contact you on his behalf. He wanted to congratulate you on the excellent meal service provided: both quality of food and level of service, whilst he was in hospital and was very impressed at how this was achieved on what was obviously a very limited budget. Would you please be so kind as to pass these comments on to the staff concerned?”

“Dear Sirs, I am mailing to express my appreciation for the teams who have yet again ably assisted me on my journey through two airports. Without their assistance I could no longer cope with an airport which would stop me flying to see family and friends in Africa. I really do appreciate their patience when getting me through security etc. I will be flying to Tanzania in August and know I will be able to rely on their help once again. Please pass on my gratitude to the teams. Many thanks”

There have been hundreds of positive comments relating to our service delivery across a variety of contracts, which further reinforces that people have taken the time to convey their gratitude.

Stephen Waud with Karen Connolly and Martin Gammon

We actively support our staff who go above and beyond their call of duty to help customers when needed. Karen Connolly, Regional Support Services Manager for Transport, is a fantastic example of someone who has been customer focused. On Boxing Day 2009, our client BA needed urgent help with security checks on their USA flights following an attempted terrorist attack. Karen immediately got onto a plane with her colleagues and spent the next 6 days assisting with these checks, leaving her husband to celebrate a planned New Year celebration in Ireland alone. Karen’s dedication to her work and to BA reinforced our relationship with the customer.

Marek Makowski, Site Supervisor for an OCS housekeeping team picked up the British Cleaning Council Site Supervisor of the Year Award in 2009. Our customer, David Woodhouse from SPIE Matthew Hall praised Marek “We feel that Marek is much-deserving of this honour. He is a positive person who enjoys the challenge of maintaining and enhancing high standards of service.  His experience and knowledge of a supervisory role shines through.  Always willing to go the extra mile, undertaking snow clearance to ensure the offices stayed open during blizzards earlier this year and assisting with floods on site, he has a sense of humour, great communication skills and is an invaluable member of our team.”

Trevor Iles from the British Cleaning Council with Marek Makowski and Beata Allan

It’s great to see that as well as members of the public, our customers appreciate the work we do for them and that’s why it’s important to continue to develop and strengthen our customer service offering.



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